A New Journey for Government: The Path to Better Digital Engagement

In today’s competitive environment, companies know that stellar customer service can make or break their business. Failure to meet or exceed expectations can mean the difference between repeat customers and lost revenue.

In government, the focus on improving customer service has been less pronounced. In many cases, government is the sole provider of a particular service, and oftentimes those services have not been optimized to meet the needs of increasingly tech-savvy customers.

But with the voice of citizens being heard more via social media and online technologies, all of that has recently started to change. It’s a new age of customer service. But government is no Uber, Amazon or any other well-funded private-sector tech startup that understands the best ways to serve and interact with people online.

So how is the public sector supposed to keep up? How can it redefine customer service in the 21st century when the budgets and skills may not be there? What exactly does good customer service mean when it comes to government? And why does this need to happen now?

The good news is that improving customer service is being prioritized at the highest levels of state, local and federal government, and agencies are using digital solutions to drive that change. Download our new research brief to find out how.